Team Leader Customer Service

CARRO; Shah Alam; On-site; MYR 42,000 - 66,000; Full time

Job summary

Carro is seeking a Quality & Compliance Specialist in Malaysia to monitor Product Support Agents, handle calls, emails, live chats, and social inquiries. You will conduct root cause analyses and provide performance insights for coaching and improvement. The role supports recruitment, onboarding, and team development, with flexibility for 5-day alternate schedules.

Minimum 2–3 years in a related field and strong MS Office skills are required. Automotive customer service experience is a plus.

Qualifications

• At least an SPM, Diploma, Degree, or equivalent qualification.
• Willingness to work on an alternate 5-day schedule.
• Willingness to work on public holidays and weekends as required.
• Minimum 2 to 3 years of working experience in a related field is required; experience in dealership operations, automotive customer service, sales, or as a service advisor is highly advantageous.
• Proficient in Microsoft Office and familiar with call center systems.
• Strong communication and interpersonal skills, with the ability to lead and motivate a team.
• Proven leadership skills with the capability to handle diverse personalities and drive the team towards achieving targets.
• Ability to work independently with minimal supervision.

Responsibilities

• Monitor Product Support Agents' transactions, calls, and emails to ensure accuracy of information and adherence to call handling standards.
• Gain operational experience by actively handling calls, emails, live chats, and/or social media inquiries when needed.
• Conduct root cause analyses (RCA) to provide in‑depth insights on agents' quality performance and recommend improvement actions.
• Analyze customer grievances, service failures, and other non‑compliance issues to identify areas for operational improvement.
• Record evaluations using departmental quality monitoring forms and maintain accurate records of findings.
• Detect coaching needs based on evaluation results and implement action plans to enhance compliance with quality standards.
• Provide detailed reports and performance analysis to Supervisors, offering regular feedback on agents' strengths and improvement areas.
• Participate in the design and enhancement of quality monitoring forms, evaluation guidelines, and quality standards.
• Join customer and client calibration sessions to better understand customer needs and align service expectations.
• Support the Manager in various administrative and operational matters, including recruitment, onboarding, and team development initiatives.

Skills

Call center experience

Leadership

Communication skills

Independent work

Education

SPM / Diploma / Degree or equivalent

Tools

Microsoft Office

Call center systems

Job description

Carro has carved out a reputation as Southeast Asia’s largest online automotive marketplace. This tech unicorn is a people‑centric business with over 4,000 employees in 7 countries who speak 9 languages. Working here, you’ll be part of a diverse, inclusive, team that drives innovation and change, and find a place that supports your growth and development. Visit us at www.carro.co.

Why work with Carro?

Join the region’s largest online automotive marketplace with offices in 7 countries.

Firsthand experience at reshaping the automotive industry using the latest technologies such as AI and machine learning

Formal and informal learning and development programmes to support your growth and career progression.

Comprehensive benefits including medical, insurance and wellbeing.

Flexible working arrangements upon request.

Learn from some of the most experienced mentors in the technology and automotive space.

Meet and interact with colleagues from all around Asia.

Pursue opportunities to work at departments in other countries and regions.

Diverse and inclusive working environment with modern workspaces.

Fun and engaging employee events, initiatives, and celebrations.

Key Responsibilities:

Monitor Product Support Agents' transactions, calls, and emails to ensure accuracy of information and adherence to call handling standards.

Gain operational experience by actively handling calls, emails, live chats, and/or social media inquiries when needed.

Conduct root cause analyses (RCA) to provide in‑depth insights on agents' quality performance and recommend improvement actions.

Analyze customer grievances, service failures, and other non‑compliance issues to identify areas for operational improvement.

Record evaluations using departmental quality monitoring forms and maintain accurate records of findings.

Detect coaching needs based on evaluation results and implement action plans to enhance compliance with quality standards.

Provide detailed reports and performance analysis to Supervisors, offering regular feedback on agents' strengths and improvement areas.

Participate in the design and enhancement of quality monitoring forms, evaluation guidelines, and quality standards.

Join customer and client calibration sessions to better understand customer needs and align service expectations.

Support the Manager in various administrative and operational matters, including recruitment, onboarding, and team development initiatives.

Qualifications and Education Requirements

Candidates must possess at least an SPM, Diploma, Degree, or equivalent qualification.

Willingness to work on an alternate 5‑day schedule.

Willingness to work on public holidays and weekends as required.

Minimum 2 to 3 years of working experience in a related field is required; experience in dealership operations, automotive customer service, sales, or as a service advisor is highly advantageous.

Proficient in Microsoft Office and familiar with call center systems.

Strong communication and interpersonal skills, with the ability to lead and motivate a team.

Proven leadership skills with the capability to handle diverse personalities and drive the team towards achieving targets.

Ability to work independently with minimal supervision.

Founded in 2015, Carro is Southeast Asia's largest used car marketplace. By offering a trustworthy and transparent experience, Carro transforms the traditional way of buying and selling cars through proprietary pricing algorithms, AI‑enabled capabilities, and innovative technological solutions.

Headquartered in Singapore, the tech unicorn startup focuses on the automotive ecosystem, with business operations in retail, insurance, aftersales, and financing. It has raised over US$600 million from Softbank Vision Fund and several sovereign funds and is supported by over 4,500 staff across Asia‑Pacific.

Carro is currently present in 7 markets including SG, MY, ID, TH, HK, JP, TW and AU.

Founded in 2015, Carro is Southeast Asia's largest used car marketplace. By offering a trustworthy and transparent experience, Carro transforms the traditional way of buying and selling cars through proprietary pricing algorithms, AI‑enabled capabilities, and innovative technological solutions.

Headquartered in Singapore, the tech unicorn startup focuses on the automotive ecosystem, with business operations in retail, insurance, aftersales, and financing. It has raised over US$600 million from Softbank Vision Fund and several sovereign funds and is supported by over 4,500 staff across Asia‑Pacific.

Carro is currently present in 7 markets including SG, MY, ID, TH, HK, JP, TW and AU.